Got silos?
Workforce optimization provider Witness Systems announced yesterday that it acquired Demos Solutions Consulting and Exametric, two resource planning solutions providers to the financial services industry. I spoke on the phone to Ryan Hollenbeck, Witness Systems' vice president of corporate marketing, who said this move represents a shift to relationship banking for all banks.
The newly formed company will integrate interactions between the contact center and branches and ultimately to other areas in the enterprise. Hollenbeck says that typically these areas have been siloed, which ultimately impacts the customer experience. The trend, according to Hollenbeck, is to make these customer experiences consistent across these touchpoints.
Is your organization thinking about creating consistency across currently siloed customer-facing departments? What are the challenges in getting started?
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